Responsibilities
The Rapid Response team aims to ensure the safety of our users on the platform by responding to varying levels of incidents. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Responsibilities
- Incident Response: Lead the development and execution of a comprehensive crisis management plan for trust and safety incidents, ensuring a swift and effective response to emerging threats or challenges.
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- Maintain composure in challenging situations: Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast and effective crisis management.
- Cross-functional collaboration: Collaborate with Trust and Safety, Public Relations, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies.
- Data Analysis: Use quantitative methods to analyze incident data to identify areas of risk and opportunity, driving improvements to policies, products, and procedures, including incident response.
- Content Policy compliance: Ensure that crisis responses align with regulatory standards and the company's content policies and guidelines, working to maintain a safe and positive user experience.
- Post-Incident analysis: Lead post-incident evaluations to assess the effectiveness of the trust and safety crisis response, identify areas for improvement, and implement changes to enhance future efforts.
- Be flexible with global working hours and operating on certain holidays and weekends.
Qualifications
Minimum Qualifications
- Bachelor's degree and 4+ years of experience in Trust and Safety Incident, Risk, Investigations, Escalations or Crisis Management roles, or related areas.
- Ability to work effectively in a high-tempo environment.
- Excellent interpersonal and communication skills with the ability to simplify and present complex issues to both technical and non-technical stakeholders.
- Strong quantitative skills and a data-driven mindset with the ability to interpret data.
- Understanding of trust and safety challenges, global legal and regulatory frameworks related to online safety and harm prevention.
Preferred Qualifications:
- Experience working in a technology, start-up, or digital platform environment.
- Strong project management skills and thought leadership.
- Familiarity with content moderation tools, AI/ML solutions, and automation for risk management.
- Knowledge of cultural sensitivities and regional differences in harmful content definitions and enforcement.
- Fluency in any second language is considered a plus due to role global coverage, but not required.